賓客服務主管 Guest Service Supervisor at IHG Career

Macau, Macau, China -

Full Time

Start Date

Immediate

Expiry Date

02 Jun, 26

Salary

0.0

Posted On

04 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication Skills, Microsoft Office, Front Office System, Problem Solving, Organizational Abilities, Cash Handling, Upselling, Credit Policies, Safety Procedures, Group Bookings, Supervision, Training, Reservation Procedures, Data Integrity

Industry

Hospitality

Description

Your day to day: FINANCIAL RETURNS * Compile occupancy statistics. * Monitor monthly upselling and IHGR enrolment targets. * Cash handling and banking procedures. * Dealing with irregular payments. * Supervise the cashiering system and prepare reports. * Follow up on outstanding payments from TA/CORP. * Instructing staff in credit policies and facilities. * Instructing staff in cash security procedures. PEOPLE * Conducts shift briefings to ensure hotel activities and operational requirements are known. * Conduct training in relation to Front Office matters. * Maintains and ensure comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems is conducted throughout the front line team. GUEST EXPERIENCE * Maintenance of information about local events. * Supervise group bookings. * Conduct and monitor aircrew allotment/block while ensuring smooth in and out experience. * Assisting with complaints and address them to superior if necessary. RESPONSIBLE BUSINESS * Maintain Data Integrity Standard. * All relevant hotel safety guidelines and procedures outlined in the employee handbook or training documentation have to be followed at all times. * Maintenance of guest information. What we need from you: • Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. • Proficient in the use of Microsoft Office and Front Office System • Problem solving and organizational abilities • Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent • 3 years’ experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience. How do I deliver this? We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels * True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests * True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay * True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs * True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people. What we offer: We’ll reward all your hard work with a great salary and benefits – including a uniform, great room discount and superb training. Join us and you’ll become part of the family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit https://careers.ihg.com/en/ to find out more about us. Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today. At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

Responsibilities

The supervisor is responsible for the operational efficiency of all front office areas during their shift, ensuring smooth check-in/check-out services and managing financial returns including statistics compilation and payment follow-up. They must also conduct shift briefings, provide training on Front Office matters, and handle guest experience aspects like supervising group bookings and addressing complaints.